SOC Service Delivery Manager

Accountabilities

• Serve as the primary operational relationship owner and trusted advisor for assigned Managed Security Services customers, building strong relationships with executive sponsors and key stakeholders.

• Understand each customer's business objectives, security priorities, compliance requirements, risk exposure, opportunities, and success measures.

• Monitor customer health, engagement, service adoption, satisfaction, operational risk, and renewal readiness, developing mitigation plans and service improvements for accounts requiring attention.

• Own the customer delivery experience and lead service reviews, business reviews, executive discussions, and security performance meetings.

• Monitor and communicate service-level agreement (SLA) performance, operational effectiveness, security trends, customer sentiment, risks, and improvement opportunities.

• Ensure accountability for service commitments, remediation plans, operational deliverables, service quality, customer adoption, and value realization.

• Act as the primary customer communication lead during critical security incidents, significant service disruptions, and escalations.

• Coordinate SOC analysts, security engineers, vendors, account executives, and other stakeholders to support timely incident resolution and transparent customer communications.

• Translate technical findings, threat intelligence, and cybersecurity risks into clear executive-level updates and recommendations.

• Lead escalation processes and post-incident reviews, identify recurring issues, and track corrective actions through completion.

• Manage customer-facing transitions from implementation into steady-state Managed Security Services operations, including plans, milestones, dependencies, risks, and readiness criteria.

• Validate service configurations, monitoring arrangements, documentation, communication plans, escalation procedures, support processes, and stakeholder alignment during onboarding.

• Ensure customers understand available services, responsibilities, support processes, reporting capabilities, governance structures, and escalation paths.

• Identify adoption barriers and operational gaps, partnering with Security Operations leadership to improve reporting, governance, efficiency, service quality, and customer experience.

• Coordinate technical, customer success, sales, professional services, vendor, and partner stakeholders around customer priorities, ensuring clear ownership and accountability.

• Maintain accurate customer documentation, governance records, service procedures, operational artifacts, and communication records.

• Support service expansions, integrations, technology changes, migrations, and operational improvements.

• Maintain an understanding of customer contracts, service scope, entitlements, and commercial commitments.

• Partner with account executives and customer success teams on account strategy, renewals, adoption, service enhancements, and additional security capabilities aligned with customer needs.

• Promote professional, ethical, and customer-focused practices while supporting applicable policies, procedures, and regulatory requirements.

Requirements:

• Bachelor's degree in cybersecurity, information technology, business, or a related field, or an equivalent combination of education and relevant experience.

• At least 5 years of experience in managed services, customer success, service delivery management, cybersecurity services, technical account management, consulting, or a related customer-facing technology role.

• Experience working in Managed Security Services, a Security Operations Center (SOC), a Managed Security Services Provider (MSSP), or a cybersecurity-focused service organization is strongly preferred.

• Demonstrated ability to manage strategic customer relationships, lead governance discussions, and align service delivery with business priorities and desired outcomes.

• Experience coordinating cross-functional technical teams and managing critical incidents, customer escalations, recurring service issues, and service improvement initiatives.

• Working knowledge of cybersecurity principles, SOC processes, incident response, security service delivery models, and service-level management.

• Broad familiarity with security technologies and solutions, including SIEM, EDR/XDR, MDR, vulnerability management, cloud and network security, Microsoft Sentinel, Splunk, Cisco XDR, and Microsoft Defender.

• Ability to interpret and communicate security operations metrics, including acknowledgment, detection, response, notification, escalation, alert, and remediation performance, without necessarily acting as the technical investigator.

• Experience presenting complex technical and operational information to executive, business, and technical audiences.

• Ability to apply practical, risk-based service management controls in a flexible, accountable environment without relying on unnecessarily rigid processes.

• Proficiency in Microsoft Office applications.

• ITIL Foundation certification or a comparable service management qualification.

• Relevant security certifications such as CompTIA Security+, CISSP, CISM, Microsoft SC-900, SC-200, or SC-100 are valued.

• Additional project management, cloud, security, or service delivery credentials are an advantage.

• Strong ability to build rapport, establish credibility, and earn trust with executive, business, security, and technical stakeholders.

• A customer-success mindset, with a clear commitment to improving customer outcomes, confidence, and service experience.

• Excellent written and verbal communication, presentation, and executive-level stakeholder management skills.

• Strong analytical, problem-solving, and root cause analysis capabilities.

• Ability to remain composed, exercise sound judgment, and lead communications during critical incidents and escalations.

• Demonstrated ability to influence cross-functional teams, drive accountability without direct authority, and manage competing priorities in a fast-paced environment.

Benefits:

• Annual salary range: $90,321–$122,000 USD.

• Additional compensation: Eligibility for a bonus.

• Remote work: Fully remote position within the United States.

• Opportunity to work with customers across a range of industries and support their cybersecurity and digital transformation priorities.

• Collaboration with cybersecurity specialists, technical teams, customer success professionals, and senior stakeholders.

• Exposure to a broad range of security technologies, managed services, and enterprise customer environments.

• Opportunity to contribute to service improvements, customer success, and long-term security partnerships.